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Chick-fil-A is providing America with an interesting business experiment to observe how quickly a radical change in top management permeates the company to change the culture of the business at the front line.
Chick-fil-A is a fast-food chicken restaurant and enjoys enormous customer loyalty. In my opinion, a large portion of that customer loyalty arises from the outstanding customer service that is applied at the front lines. Employees regularly go out of their way to speed service along, to meet the needs of busy mothers with children, to accommodate customers with special needs, etc. Again, in my opinion, employees go above and beyond because of an attitude that was set from the top of the corporation by the founder, Truett Cathy, that his job as a Christian was to be the best person he could be by serving the customer to the best of his ability. Employees see their job as more than just a job – it’s an opportunity to be the best person they can be by providing to the customer the best service the employee can provide.